North American Collections Supervisor - Onshore

WTW • Philadelphia, PA

1d • $70,000 - $90,000

About The Position

You will be responsible for managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts including identifying the portfolio of assigned accounts, providing coaching and mentoring, and supporting or directly managing the escalations process. You will also be collaborating with global teams to develop processes and procedures, and to resolve issues. The Tier 2 Collections Lead is accountable for determining and meeting financial targets and supporting the customer relationship. In addition to achieving performance results, the Tier 2 Collections Lead will continuously work with stakeholders to find ways to operate more efficiently and effectively. The Role You will be responsible for managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts including identifying the portfolio of assigned accounts, providing coaching and mentoring, and supporting or directly managing the escalations process. You will also be collaborating with global teams to develop processes and procedures, and to resolve issues. The Tier 2 Collections Lead is accountable for determining and meeting financial targets and supporting the customer relationship. In addition to achieving performance results, the Tier 2 Collections Lead will continuously work with stakeholders to find ways to operate more efficiently and effectively.

Requirements

• 10+ years of experience working in collections, preferably in a professional services environment
• 5+ years supervisory experience
• Experience managing service level agreements/key performance indicators
• Oracle (or other ERP platform) Accounts Receivable; Oracle Advanced Collections (or other Collections tool)
• Professional Services (e.g. consulting, auditing, project-based) industry experience
• Skilled in customer service interactions/ability to communicate with professional image/ customer-focused mindset through various channels (e.g. phone, e-mail, etc.)
• Strong accounting and finance skills
• Familiar with best practices in the field of Collections
• Ability to resolve exceptions and disputes
• Ability to manage customer expectations
• Ability to convey financial messages to leadership clearly
• Ability to work well under pressure and meet deadlines
• Ability to delegate and coordinate the performance of work activities
• Proven experience effectively working with direct reports on career development and making a positive impact on team morale, sense of belonging and participation
• Strong knowledge of MS Excel
• Proficiency in MS Word, Access, and PowerPoint
• Bachelor's degree in Accounting, Finance or related field

Responsibilities

• Develop and maintain policies and procedures for the Collections process and ensure compliance with GAAP, Regulatory and internal controls
• Oversee collections processing activities including:
• Analyse/ monitor client A/R account balances for past due balances
• Make client contacts per collections strategy (e.g. e-mails, follow-ups)
• Escalate collection issues to business senior leadership as needed
• Manage outstanding AR notifications
• Define collections strategy for prioritizing risk/value factors and deploy to collections team for action
• Develop Cash Collections and Bad Debt Reserve targets based on trends and observations
• Participate in Operational Review meetings and provide operational insight and status
• Serve as an escalation point for exceptions and make approval decisions as per Delegation of Authority policies (e.g. write-offs)
• Approve system role authorizations for Oracle Advanced Collections
• Support internal and external audits
• Build and manage a high performing Collections team that maintains a strong “client service” focus and culture:
• Responsible for recruiting, interviewing and hiring qualified Collections team resources
• Lead the performance management, salary administration, career planning, budget management processes
• Identify and ensure the training and development needs of Collections team members are met
• Plan and define performance goals with GFS Leadership to set overall and team-level performance measures and goals
• Work effectively within the team dynamic and develop, retain team members through effective management practices
• Foster a “client service” culture and instil a work ethic that includes collaborative thinking
• Manage client expectations on a daily basis, and work to resolve issues
• Establish collaborative relationships with internal (e.g. Billing and Cash Applications teams) and external clients (Segment and LoB Leaders) to understand the business, identify additional ways to be of service, ensure timely exchange of information and ensure client satisfaction
• Measure the performance (e.g. through Key Performance Indicators for working capital) and operational processes against goals
• Provide input to support definition of / revisions to service measures and service targets
• Identify collections process improvement opportunities and best practices
• Support the Global Process Governance team in implementing standard processes and continuous improvement efforts

Benefits

• Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution.
• Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees